Job Description

Senior Manager, Billing and DataAbout the roleThe Manager, Billing & Data is a critical member of the GSS APAC management team, responsible for leading the Billing & Data Services teams within the global shared services organization in Asia Pacific. The role focuses on maximizing value to International SOS and achieving business goals.Main Responsibilities:

• Develop and implement business plans for Billing & Data deliverables, including staffing, training, knowledge transfer, and site readiness.
• Partner with Regional/Group Finance/Business Leaders to set and achieve objectives for Billing & Data.
• Oversee the refinement and delivery of Service Level Agreements (SLAs) in collaboration with global process leaders to meet Group Finance targets.
• Act as a role model for International SOS values, fostering a customer service-focused culture and high-performance standards within GSS.

Key Performance Indicators (KPIs):

• Performance against budget for GSS APAC.
• Achievement of KPIs and SLAs as outlined in the Master Services Agreement and service addendums.
• Timeliness and successful delivery of related projects.

Key responsibilitiesStrategy & Planning:

• Contribute to GSS APAC\'s strategy and business plans, ensuring infrastructure and operational plans support strategic goals.
• Lead the Billing & Data Services teams, communicating business plans and achieving targets.

Service Design and Build:

• Develop and execute a roadmap for improving Billing & Data processes through standardization, automation, and centralization.
• Continuously seek and implement service improvements to enhance efficiency and performance.
• Build strong cross-organizational relationships to maximize GSS APAC\'s performance.

Billing Services Management:

• Oversee billing teams to ensure prompt processing of provider invoices and accurate client billing in compliance with guidelines.
• Develop standardized procedures and drive continuous improvement in billing services.
• Implement best practices and collaborate with global teams for process improvements.

Provider Services Management:

• Lead the Provider Services data team to ensure compliance with guidelines and maintain data quality for accurate processing.
• Standardize procedures and improve resource allocation for better service delivery.
• Collaborate globally to enhance process efficiency.

Liaison and Reporting:

• Establish effective liaison with internal and external stakeholders.
• Oversee SLA reporting, manage customer inquiries, and handle complaints to ensure quality service.
• Promote International SOS to external organizations.

People Management:

• Select, train, and retain the Billing & Data Services Team.
• Set departmental goals, foster teamwork, and ensure compliance with company policies.

Project Management:

• Identify and drive continuous improvement projects to enhance productivity and efficiency across GSS APAC and other business units.

Job ProfileRequired Skills and Knowledge:

• Expertise in leading practices for billing and data functions.
• Understanding of relevant business practices and regulatory environments (e.g., GST/VAT).
• Knowledge of Shared Service Centre (SSC) metrics, reporting, and systems is preferred.
• Experience in Project/Programme Management, particularly in SSC implementations.
• Strong business knowledge, ideally in finance services or SSC environments.
• General experience in business and change management.
• Proven ability to communicate effectively with diverse stakeholders, including senior management.

Required Competencies:

• Process Management
• Dealing with Ambiguity
• Strategic Agility
• Decision Quality
• People Management
• Business Acumen

Required Work Experience:

• Experience in establishing and leading a billing and data shared service team.
• 8+ years of experience in an accounting management role.
• 3+ years of experience leading and managing large teams (50+).
• Experience managing multi-country and multi-process SSC teams.

International SOS